Senior Staff Process Engineer (DTIO ISM Solutions)

Join ServiceNow's Digital Technology organization as a Senior Staff Process Engineer. In this role, you will guide ITSM operational activities, drive strategic initiatives, and improve service management practices. You will collaborate with senior executives, operational teams, engineering teams, and business stakeholders to identify service management gaps and transformation opportunities. Additionally, you will optimize the ServiceNow platform and serve as a strategic advisor for service management transformation and process optimization initiatives.

• Guiding ITSM operational activities and driving strategic initiatives to improve and optimize service management practices.
• Collaborating with senior executives, operational teams, engineering teams, and business stakeholders to identify service management gaps and transformation opportunities.
• Designing, standardizing, and maturing service management processes aligned with industry frameworks such as ITIL, Agile, Lean, and DevOps.
• Deep expertise in IT service management frameworks including ITIL, Lean, Agile, and continuous improvement methodologies
• Ability to guide cross-functional and distributed teams
• Demonstrated success designing, implementing, and maturing enterprise service management processes across multiple functional areas
• Proven experience guiding a managed service provider in delivery of ITSM operational activities
• Hands-on experience with enterprise service management platforms such as ServiceNow or comparable workflow automation technologies
• 10+ years of progressive experience in IT operations, service management, process engineering, or operational excellence roles within complex enterprise environments
• Proven experience guiding large-scale strategic initiatives focused on service management transformation, operational optimization, automation, and continuous improvement
• Experience establishing operational KPIs, maturity models, service metrics, dashboards, and executive reporting frameworks